As a Customer Success Manager, you will be crucial in ensuring our customers achieve their desired outcomes with our products/services. You will be our customers' primary point of contact, responsible for creating raving Tipalti fans by building and maintaining strong, long-lasting relationships. Your focus will be on the health of your customer relationships, experience, engagement, adoption, retention, and product expansion with our customers. In this role, you will proactively reach out to your assigned accounts, set benchmarks and milestones, present business reviews, product solutions, review product usage, product releases, enhancements, discuss feedback, suggest new products that will enhance their existing capabilities where we can, and make suggestions to improve the overall customer experience.

In this role, you will be responsible for:

• Develop and maintain strong relationships with a portfolio of 45+ clients during each stage of their journey after implementation, assisting with and continuing through full adoption and beyond. This includes rolling out new features and enhancements, integrations, growing and expanding, and focusing on the customer's experience.
• Become an expert in our products/services, stay up-to-date with product enhancements, and be a consultant and share best practices with customers.
• Drive brand loyalty, customer satisfaction, and advocacy
• Owner and primary point of contact for our customers, monitoring customer accounts to identify areas of improvement and proactively address any issues or concerns, and act as a point of escalation for customer issues and ensure a timely resolution
• Uncover growth opportunities in your portfolio through upsells and cross-sells
• Focus on net dollar retention and churn prevention with a north star of Customer experience, advocacy, and loyalty
• Work closely with Sales, Sales Expert(s), Solutions Consultants, Implementation, Support, Product, and Marketing to proactively collect, receive, share, and action on feedback to drive collaboration and adoption.
• Use data to prioritize and change prioritizations internally across the organization to help drive an exceptional customer experience.
• Provide mentorship, coaching, and help with onboarding new and existing team members.

About you

• 2+ years of customer success or account management experience, preferably in the Fintech space.
• ERP experience, accounts payable, Gainsight, Zendesk, Salesforce, Jira, analytic reporting, and CSM tool experience are a plus
• Strong understanding of the SaaS business model and knowledge of the fintech industry is a plus
• Exceptional communication and interpersonal skills
• Highly organized with excellent oral and written communication skills
• High level of enthusiasm, initiative, commitment, and professionalism
• Ability to build compelling value-driven client-facing presentations
• Ability to gather complex requirements and work with a team to design a solution
• Ability to engage with all levels in an organization, from the CEO, CFO, Accountant, etc.
• Previous Project Management role or skills are a plus
• Part-qualified or qualified experience within an accounting practice or commercial accounting department
• Relevant accounting certification (part or fully qualified), including but not limited to CPA, ACA, ACCA, or CIMA
• Thorough knowledge of basic accounting procedures and principles. CPA/Accounting experience preferred.

• Hybrid working model that requires you to be in office Monday, Tuesday, and Thursday
• Competitive salary and stock options
• Matching RRSP
• Extended benefits, Employee Assistance Program, life insurance, AD&D, LTD
• Maternity, Paternity and Fertility Treatment benefits
• 15 days of PTO
• Subsidized lunch on office days
• Fresh fruit, snacks & drinks in office
• Dog-friendly office
• Conveniently located close to transit
• Phone/internet allowance
• Regular company-wide social events
• Multiple ERG groups celebrating our diversity and creating an inclusive culture

Base Salary Range: $84,000 - $105,000 CAD annually.

Bonus: Target bonus is 10% of base salary. Bonus entitlement is based on a combination of organizational results, individual performance, and relative contribution, as assessed by Tipalti in its sole discretion, to be formalized and communicated to you following your start date.

Expected Total Compensation: $92,400 - $115,500 CAD annually (includes base salary plus target bonus/commission).

The compensation information, above, reflects our reasonable expectation for this role based on several factors, including current market conditions. Final compensation will be determined through individual assessment of experience, skills, qualifications, and other job-relevant factors. Actual offers may vary within or, only in exceptional circumstances, outside the stated range based on the candidate's unique qualifications and our comprehensive evaluation process. We are committed to equitable compensation practices in compliance with applicable employment laws.